Sr Associate II, Customer Service Support (Team Lead - Order Management - Japanese Speaker)

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

POSITION OVERVIEW:

Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical support across various customer segments including businesses and end-consumers. Collaborate closely with internal teams and external partners to deliver seamless, end-to-end customer service operations.

Serve as a key liaison between customers and cross-functional teams, including sales, production, logistics, and distribution, to resolve order-related issues and ensure timely, accurate fulfillment. This includes receiving and addressing customer inquiries and complaints across multiple channels, proactively addressing dissatisfaction to maintain customer loyalty and service quality. Maintain accurate documentation of customer interactions and resolutions, escalating issues when necessary to meet service standards.

Analyze customer interaction data, sales trends, delivery issues, complaints, and return reasons to identify root causes and drive continuous improvements to the overall customer experience.

Lead and manage a team of customer service professionals by setting performance expectations, monitoring service levels, and ensuring achievement of key operational and customer satisfaction metrics. Provide coaching, mentoring, training, and ongoing development to team members to enhance capability, engagement, and performance. Drive workforce planning, resource allocation, and process standardization to optimize productivity and service quality. Foster a customer-centric culture, promote collaboration across functions, and support change management initiatives to improve operational effectiveness. Prepare and present performance reports, identify improvement opportunities, and lead continuous improvement initiatives to enhance customer experience, operational efficiency, and business outcomes.

KEY RESPONSIBILITIES:

Order Management and Compliance

• Ensure all orders are processed accurately and in alignment with internal policies, including intake, validation, modification and closure, Sales, Returns, Samples, Demos and Equipment order. This includes digital order entry utilizing OCR technology.

• Proactively manage backorder communications with customers and the sales team.

• Monitor order status throughout the order to delivery cycle. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments.

• Identify delays, risks or bottlenecks and proactively ensure timely resolution.

• Actively participate in troubleshooting and providing support when operational issues or disruptions occur.

• Understand and utilize order management and customer management tools such as SAP, BOTs, and Salesforce (SFDC) to improve operational efficiency and accuracy.

• Ensure all orders are executed accurately and in full compliance with internal policies, business rules, and defined service level standards.

• Follow established rules and standards throughout the order management process. Perform continuous checks to minimize errors and ensure operational consistency.

• Maintain compliance with SLAs, delivery commitments, and operational KPIs.

Customer Inquiry Handling

• Respond to inquiries from sales teams, customers, and external vendors via phone and email.

• Manage issues and claims appropriately by understanding inventory status, delivery schedules, and other relevant information.

Reporting & Documentation

• Ensure the work instruction is effectively maintain and healthy for audits and training.

• Analyze inquiry trends, prepare reports, and create or update manuals.

• Collect voice of customers and analyze the trends to identify gaps.

Continuous Improvement & Cross-Functional Projects

• Maintain and govern work instructions to ensure audit readiness, accuracy, and effectiveness for training purposes.

• Analyze customer inquiry trends, prepare reports, and develop or update process documentation and manuals.

• Capture and analyze the voice of customers to identify service gaps, emerging issues, and improvement opportunities.

HOW YOU CAN THRIVE AT ALCON:

Education*:

• University degree or equivalent.

Languages:

• Business level conversational. read and writing skills in Japanese and English

Experience/Professional Requirement:

• Experience as team leader or manager is preferred.

• Min 6 years’ experience as a Customer Service/Support Specialist or similar CS role with Customer-focused and results-driven, with a strong sense of ownership and accountability.

• Excellent communication, analytical, and observation skills with strong situational assessment capabilities.

• Experienced in handling complex and challenging cases with professionalism and patience.

• Self-motivated and proactive, with the ability to adapt quickly in fast-paced operational environments.

• Effective multitasker with excellent time management, prioritization, and deadline adherence.

• High attention to detail, ensuring data accuracy, consistency, and efficient information processing.

• Flexible to support Japan working hours and extended hours during month-end closing.

• Strong IT skills – SAP, Excel.

Preferred

• Team management

• Study and work experience in Japan

• Experience Job Transfer working with Japanese

• SAP/Salesforce/SharePoint/Microsoft Office tools

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to work with a leading global medical device company

• Collaborate with a diverse and talented team in a supportive work environment

• Competitive compensation package and comprehensive benefits

• Continuous learning and development opportunities

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